Crack the Customer Code
Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.
201
305: Supporting Your Team in the Retail Apocalypse
Jeannie and Adam discuss ways to inform your team and keep them motivated through the retail apocalypse. Retail apocalypse: Who thinks the end is nigh? Rumor has it we’re in the Retail Apocalypse…have you heard of this? With increased competition...
14 min
202
304: Arnie Malham, Innovating Culture
Adam and Jeannie interview Arnie Malham to uncover his secrets to innovating culture for a better overall customer experience. Innovating culture for better experiences all around When starting a new company, we have a vision of how we want to be...
29 min
203
303: How to Build Brand Trust in 2018
Jeannie shares expert tips for building brand trust through truly consistent customer experiences. Consistency and brand trust Brand trust is one of the cornerstones of customer satisfaction and loyalty. However, trust is hard to earn and easy to...
5 min
204
302: Tom Karinshak, Comcast Customer Service
Jeannie and Adam discuss the incredible transformation and enhancement of Comcast customer service with Tom Karinshak, Comcast's Executive Vice President of Customer Service. Comcast customer service and game-changing innovation When we ask people...
29 min
205
301: Will Experience Be Your Difference This Ye...
Adam shares expert advice for making customer experience your competitive advantage in 2018. Customer experience is THE competitive advantage Welcome to 2018! To start off the new year, we’d like you to think about customer experience as your...
5 min
206
300: Celebrating 300 Episodes (with live guitar)
Jeannie and Adam celebrate 300 episodes by sharing outrageous predictions for the distant future of customer experience and customer service. 300 episodes and counting…Celebrate with us! When we started this podcast back in 2015, the idea of having...
20 min
207
299: Operationalizing New Channels
Adam and Jeannie share tips for making new channels a seamless part of the overall customer experience from the inside out. Working new channels into your DNA Customers are engaging with brands on more channels that ever before. It’s staggering how...
13 min
208
298: Michel Falcon, Incredible Experience Tips
Adam and Jeannie interview Michel Falcon to explore employee and customer engagement strategies that lead to amazing experiences that scale. Leveraging culture for amazing experiences If you want to deliver outstanding experiences, then you must have...
29 min
209
297: How to Balance Promises with Performance
Adam and Jeannie discuss how to balance your performance and resources with the promises you make to customers. Is your brand making meaningful promises? Broken promises chalk up to bad customer experiences. As a result, many brands set low...
12 min
210
296: Jeffrey Shaw, The Lingo of Customers
Adam and Jeannie discover how to attract your ideal customers with Jeffrey Shaw, author of LINGO: Discover Your Ideal Customer’s Secret Language. Jeffrey Shaw and the power of the customer lingo As an entrepreneur or growing business, it’s...
27 min
211
295: A Leader's Guide to the Holidays
Jeannie and Adam share tips and ideas to make the holidays more meaningful and less stressful for customers and employees alike. A quick leadership guide for the holidays The holidays are not only about spreading extra cheer, but also about giving...
13 min
212
294: Katy Lynch, The Codeverse Experience
Adam and Jeannie discuss an innovative approach to the education experience with Katy Lynch, Co-founder and CMO at Codeverse. Codeverse and innovations in education Educating the next generation on coding the things that keep our lives going is...
24 min
213
293: Are Millennials Killing Your Industry?
Adam and Jeannie share updated insights on what and how millennials buy and what that could mean for your industry in the future. Are millennial trends destroying your industry? We discuss millennials quite often on this podcast because new trends...
15 min
214
292: Mark Podolsky, Happy Customers Guaranteed
Adam and Jeannie interview Mark Podolsky about keeping customers happy while maintaining a passive income. Can happy customers and passive income coexist? Earning a passive income is a dream most of us have, but so few of us can do this in a...
25 min
215
291: LinkedIn Learning for Customer-Focused Lea...
Jeannie and Adam discuss the content and creation process behind Jeannie’s new customer experience course on LinkedIn Learning. LinkedIn is not just for networking, and Jeannie’s wisdom is not just for podcasts! We have a special announcement for...
19 min
216
290: Ian Golding, Operationalizing Customer Exp...
Adam and Jeannie interview global customer experience professional Ian Golding to conquer the challenges of operationalizing customer experience. Turning CX wisdom into action with Ian Golding Leaders all over the world are making the connection...
29 min
217
289: Transitions and Gaps in CX
Jeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey. Are you creating unnecessary gaps in CX? Who has not had a great experience do a complete 180 somewhere along the way? This often...
4 min
218
288: Amy Climer, Fostering Creativity
Adam and Jeannie interview creativity and innovation expert Amy Climer, Ph.D. to discover how to foster creativity in your team. Creativity is not just for “creatives” Creativity is a necessary trait for teams from the c-suite on out to customer...
26 min
219
287: The Multi-Device Customer Journey
Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing your omnichannel experience. What’s your multi-device customer journey really like? Offering a multi-channel customer experience is nothing new....
9 min
220
286: Anthony Iannarino, Commitments Are for Clo...
Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino. Closing in on meaningful relationships with Anthony Iannarino Automation is great, but it makes creating lasting relationships with sales prospects much harder....
30 min
221
285: When to Disclose Bad News to Customers?
Adam and Jeannie discuss the Equifax data breach and how to decide when it’s right to disclose issues to customers. To disclose, or not to disclose? Not everything you need to tell customers is good news! Are you prepared to deliver the bad news...
11 min
222
284: Nick Francis, HelpScout Customer Service
Jeannie and Adam smash the myths about customer support software and remote collaboration with HelpScout CEO and Co-founder Nick Francis. How HelpScout customer support makes a difference We’ve come a long way with the ways we offer customer...
25 min
223
283: Pay Attention to Customers
Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer service. Are wasted retail opportunities looming in your store? While online retailers like Amazon continue to grow, those who maintain...
7 min
224
282: Stephen Shapiro, Innovating Customer Exper...
Adam and Jeannie interview Master of Innovation Stephen Shapiro for a better approach to innovating customer experience and more. A better approach at innovating customer experience Customer needs and expectations change, so it stands to reason that...
29 min
225
281: CX Clichés and Overused Examples
Jeannie and Adam break down some common CX clichés and unoriginal thoughts that stifle truly customer-centric thinking and doing. Are CX clichés hampering your progress? For those situations when you couldn’t have said it better yourself, we have...
11 min